Service Standards
Using product knowledge and personal enthusiasm to educate guests about the menu with the recommendation to use additional or nicer ingredients is called
Upselling or suggestive selling
The standard welcome for a guest at the host stand?
Time of day, guest's last name if known, and "Welcome to COA", inquire or confirm number of guests in party
This leads to the production of antibodies that cause various symptoms, ranging from mild to severe, such as hives, itching, swelling, difficulty breathing, gastrointestinal issues, or in extreme cases, anaphylaxis—a potentially life-threatening reaction
Allergic Reaction
I am a Pinot Noir from Monterey California
Lyric by Etude
What is “Coa de Jima”
A specialized long machete-like round ended knife on a long wooden handle used by a ‘jimador’ for harvesting the leaves of an agave plant
What is the first step in the process of De-Escalation of an Intoxicated guest?
Alerting an MOD
We are a traditional Taps restaurant with a Mexican fusion element combining the best of both culture and cuisine. Our menu is designed to share “
‘Family Style’ and is the best way to experience who we are at COA
Our Story
Share your Story!
Name 4 of the 7 Allergens
Milk, egg, peanuts, tree nuts, soy, wheat, fish
I am a Spanish Rose Garnacha from ViuraHaro, Spain
Muga Rosado
What are COA hours of Operations
Sun-Wed 4-11 pm Kitchen 4-10pm
Thurs-Sat 4-1 am and Kitchen 4-11pm
Name one recovery technique discussed to recover an unhappy guest
Active listening, staying calm, apologizing sincerely, offering solutions, seek clarification, involve a manager, and follow up
“As I walk you through our menu, know that all items will be set in the center of the table and meant to be shared by all in the traditional spirit of Tapas. I will be happy to take all of your choices and course them out, always keeping food on your table and taking all of the effort away from you so you can sit back and enjoy your company.
-”We will care for and serve you as if you were dining in our home.”
Our Style
Share your Style?
Name one of the three Jamon cold tapas and describe the technique of aging
Jamon Pata Negra, Iberico, Serrano
Put in caves, salted, wrapped in cloth, and allowed to natural age which allows the tough muscle fiber to break down
Name one of our Mexican Lagers
Corona Extra, Negro Modelo, Modelo, Alter Alterado
What is Mezcal?
Mezcal is a distillate made from the agave plant.
What sobers up an intoxicated guest?
Time
Who can talk to chef or line cooks during service?
Expeditor Only
What is the average cooking time for any of our Paella cuisines?
30-35 minutes
I am the cheese that can be found in the Lobster Empanada
chihuahua
Where does the world Mezcal come from?
What are the 3 types of mezcal productions?
The word Mezcal comes from two Nahuatl words, Metl, which means agave/maguey, and Ixcalli- which means cooked.
·Mezcal – Which is industrial production.
·Artisanal / Artesanal – More handcrafted
·Ancestral – Produced using all traditional methods.
What rule dictates that when a staff member offers a smile and makes direct eye contact, at a specific distance and when they are within another distance, the staff verbally greets the guest, and who uses this rule?
10/5 Rule
The phone can ring no more than ____ and must be answered with what greeting?
3, Time of day, COA at the Drake, share your name and ask how you may assist the guest
Role Play this!
Explain the difference between the cut of steak tenderloin vs skirt steak
Tenderloin is thicker, center region that means softer muscle
Skirt steak is a long thin cut with tougher muscle so it is marinated to help break down the muscle fibers
What fish is sauteed _____ with shallots, bell peppers, peas, artichokes, saffron broth, saffron rice and micro greens and what is the name of the dish
Salmon Con Alcachofas
•What are Tapas?
–Small savory dishes of Spanish cuisine typically eaten with drinks.
–A great way to share and try something new.
–Tapas are not an “appetizer”, they are part of a full meal.
–As a guide, Two to Three Tapas per person is typical of a full meal. This must be coursed by the server and must be paired appropriately.